The customer is going to have to migrate eventually, service on digital will only slightly improve with a few more roaming agreements signed here and there. However, the customers who lose signal because some small company is pulling it's digital towers will be happy to be on a network that is getting bigger and better with more towers being added each year.

I would be more then happy to avoid paying the ETF to switch systems, and only $18.00 for shipping and activation, that beats $36.00 + $9.95.

Discounts on additional lines, you mean the $50.00 add-a-line credit that was dead a long, LONG time ago?

I honestly don't know FAN stuff so I can't make any coment on that.

Early evenings, well would you rather pay for them or have...
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early evenings was a save only promo on *any* plan, if the cust made any noises about leaving, they could get it. If the cust aid anything about their brother in law having it, they could get it, same with the $10 off credit on shared or family plans. FAN discounts are really sweet if you got 'em, and the KABC deals aren't as lush as far as I can tell.If people want to buy a phone based on looks, that is their problem, but gotta say I don't predict much sympathy for these people when they call up with a damaged over priced v3 because the phone turns out to be flimsy. I go over what a customer has and wht their calling pattern is and what cingular offers, if it is in their intersts, I have no problem migrating them. I just feel better acting ...
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Hmm... I wonder how many Blue reps out there are working as hard as you are to sabotage the migration.

In honesty that's what you're doing... You're selling Cingular short... You're going out of your way to make sure they don't migrate... I hope there's not alot of blue reps like you.

nope, I am just not hosing customers to please a company that hasn't shown any inclanation to provide migrating customers anything other than the high hat. If a customer is better served migrating I tell them, and I either start the migration or I cherrfully send them to a store (whose reps, btw are a bunch of the superest people I have run across) to get on the big orange bus.If someone is better off where they are then I tell 'em though.

That's the problem... You say they're better off... But you're just making it worse... You're forcing them to stay longer so they'll end up being one of the unfortunates who will be force migrated.

maybe they shouldn't be force migrated then. maybe cingular should make the migration process quick and painless and toss carrot at these people since they are doing you a favour by migrating.

greyrat said:
maybe they shouldn't be force migrated then. maybe cingular should make the migration process quick and painless and toss carrot at these people since they are doing you a favour by migrating.

Why shouldn't they be force migrated? Did Cingular offer them that plan?No! Did Cingular get bought out by ATTWS?No!, why? Because ATTWS had a simple policy- Be a whiny little bitch or bastard, and they would shut you up with 2 things credits and promotions!

The biggest joke that went around ATT centers was- Who's gonna threaten to cancel if they don't get their way today? Cingular policy is simple, straight forward and to the point, you are treated the same whether new and longterm, no discriminatio...
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aws went under because Siebel 6 crashed and burned for 6 weeks at the same time that LNP was rolled out, because network enhancements took a back seat to executive perks, because the consumers were treated without respect they deserve. Cingular's policies are designed to benefit Cingular and that is fine, but it isn't a reason to move them from rate plans that aws created to retain customers to drive the purchase cost up for cingular I am customer care, not corporate bean counter, so I care about the customers and let the corporate bottom line sort itself out.

If you don't like it, in terms of what cingulars plans are, then get the hell out of dodge.The fact is by keeping customers on those plans longer they will even more pissed off when they have to be switched. Take the negative and make it into a positive.

If you care about customers then think about this.The network is being converted more and more into cingular towers, but leaving some tdma and gsm towers on the attws network, now that means customers will get less and less signal, but converted customers with the new plan and phones along with the 64k sim cards will have full access to the full network.

By keeping those people on the old network are just guaranteed to having them call back and complain about reception.You can have a p...
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It's hopeless to convince greyrat... He doesn't care about the customers no matter how much he says it... He just would rather see Cingular fail than succeed. So he'll do his part to create future churn for the company.

Question. Would Cingular rather have current churn or future churn? Yes, I know they would rather not have any churn at all, but given the choices of losing a customer now or later, which would they rather?

not_in_halifax said:
Question. Would Cingular rather have current churn or future churn? Yes, I know they would rather not have any churn at all, but given the choices of losing a customer now or later, which would they rather?

lose a customer now, cuz down the road involves more time invested, and yes if they leave now, the etf will help some of those losses, whereas force migrationremoves contracts and less cash in case of cancelation, may be heartless, but business is what this is, not a charity group.

This is true... If we force migrate them that is a change that was not their choice... So the contract would be null and void... So we would be out a customer, ETF, and the money spent to keep them on the "better deal"

halifax: what would you rather have? Employment now... Or Employment for the long term?

yeah, so let's just lie, misinform, do whatever is necessary to get customers on the hook for a service that is not going to answer their needs...Cingular will have to offer products and services that meet consumers' needs if it wants to survive -- not depend on dishonest staff scamming people into contracted agreements that come with punitive early termination fees.

You mean, a standard contact? Lok around greyrat, every cell phone company charges ETFs if you cancel your contract early. It's not like the terms aren't there for you to read, and if you sign it without reading them, it's your own fault, not ours.

No offence man but Cingular is going to have to start differenciating between customer that have been with them for 1-2 years and customers that have been there for 6-7 years.. why they hell should a newbie get the same plan as a guy that has stuck witht he company for 7 years when he can go elsewhere for no charge. They should get a discount on a phone or a few more mins.. that is like saying you should never get a raise at work.. would you like to be paid the exact same wage for 7 years and have some rookie ass come in and get the same exact wage as you?? i think not

I am also helping the customer.. If i see that cingular will benefit them(ie: reception probs with tdma, spiratic min usage from month to month etc) then i will recommend i...
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Not getting a raise at work is nothing like not getting a special rate plan. If someone has been paying for service for seven years, then good they've been doing what they said they would because the provider did what they said they would. It's like your maid giving you a lower hourly rate because she's been cleaning your house for a decade or your plumber giving you a discount because you back up your toilet so often. It's a contracted service.

I agree on the price plans though. When I have an ATT customer come in with a really good rate, I tell them to stay on it until they have to move. I don't think Cingular should match or even meet their prices. AWS went bust for a reason, and obviously whatever they were doing didn't work. E...
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the reasons that lead to aws selling had nothing to do with that

Siebel crashed for about 2 months right around the time the LNP was in and right at christmas time.. They also were one of the pioneers for GSM and that cost them a tonne of cash.. and honestly as a rep i think Motorola cost them a tonne of business.. the V60 line of phones was the most brutal P.O.S. phones ever.. people thought that att had brutal service and nothing but dropped calls(if they owned those models) If they owned a nokia or something else service was twice as good..

anyways if you are with any type of company for years and years you normally get discounts or special incentives to stay because most people dont want to lose their long term customers.. or big ...
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I'm followin...

Those customers do have perks though, since they get discounted handsets more frequently. The only downside to what they do with Revenue is that it's per Number instead of per Group. There could be a group plan with the primary number spending over $400 per month, additionals at $10, and only the primary would get the early upgrade approval. Thinking about that still gets my juices a little bubbly... the only thing that helps is competition.

I can agree that Cingular should do what AWS was doing and helping rate plan wise (because we are wireless service, not equipment service), and add more minutes later on or do a special retention rate plan (which I have going on with Rogers). We only do equipment discounts because, unlike department stores that sell the product like TV's, no manufacturer has an outlet to sell theirs.

Just try going to your local cable company and asking for a free TV or a replacement, there gonna direct you to a store to buy a new one or the manufacturer for warrenty.

Why can't some people understand this, that the only reason we give away free phones is to lure customer's in and that the free phones are free for a reason(because they SUCK!)? Mind you...
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How are we lying and misinforming them?

ATTWS has been bought by Cingular!

If there is something misinforming about that please let me know.

They are not forced to migrate at this time, But at one point we will FORCE migrate those customers who chose not to move.

Once again, is this a lie?

To avoid angry customers by being force migrated we prefer them to Migrate now.

How is this dishonest?

Every carrier has a contract... Every one of them.

How is this a scam?

Why don't you go work for another carrier if you hate Cingular so?

Answer me that.

if cing is goona migrate people they should do it and stop jacking around.until they start force migrating people, I'm not gonna migrate them if they aren't better served by Cingular. Pretending that customers have to migrate when other options exsist is dishonest, and as yet other options exsist. Allowing other options to exsist and then penalizing customers who choose those options is at the very least morally questionable.
And I don't work for Cingular.

Exactly who are you to decide what is best for the customer? If you don't give them the choice, then you are as bad as the reps who lie to the customers. Now, I'm not saying to FORCE them to migrate, I'm just saying that give them all available options and let them decide.

which is what I do. We compare what they have to what they can get and I let the customers decide. Which seems to upset some of cingular's more fervent employees.

I applaud your honesty, Greyrat. But you're really bad for the company in the way you go about it. You shine cingular in a bad light most of the time.

I provide the info, the customer makes the descision.

If you say so. 🙄

JessiCSR said:
I applaud your honesty, Greyrat. But you're really bad for the company in the way you go about it. You shine cingular in a bad light most of the time.

Jessi with all respect, the fact is Cingular is gonna have 2 reasons to always be considered the bad guy!

1)ATTWS "bred" apolied customers like rats in a cage.They were trained to get what you want, call in over and over to get a credit till they get it to them to shut them up, by buying ATTWS, they inherited them, and

2)Customers on the 'legacy' plan like national 39.99 for 1050 minutes, who when they break their and are gonnna require a migration to get a new phone are gonna blame cingular for that, they need to blame someone so the...
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Woah, woah, back up the blame train here... You actually give them the option of Cingular!?!?!? Forgive me if I missed something here, but from what I have gathered from ALL your posts, YOU research for them what you feel is best for the customer and decide on their behalf? I thought our job was to help the customer decide, not to decide for them? Now with your latest post I can see you are technically doing what I have been arguing with you about. Had I known you attempted to offer Cingular first and not just go straight for AWS I wouldn't have started this. I cannot condone reps. just telling customers to stay with what they have and not attempting to migrate them to Cingular first.

I don't tell them to go or stay first, I go over what they have, what the issues surrounding the call are, what cingular has and whether or not they are likely to be having equipment issues, and go from there.

Ok then, thank you for clarifying how you handle the call. I am sure myself and the others understand now that you are doing your job correctly. Just good luck with sup. approval and those other requirments for a new blue phone.

I want to know who needs sup approval to purchase PHS. Customers only need to be a retention risk to offer blue phs. That statement is strait from Cingular's emails. Really though none of this matters when the new CDA policies takes affect all we can say is Cingular has screwed you (customer) completely & they know they are since the affective was suppose to be Feb 7 but they are holding off, because they scarred maybe?

Read your HOT TOPICS :

Blue Equipment Upgrades: REMINDER

Issue ID 33153
Last Updated 12/30/04
Target National
Category Hot Topics
Subcategory Equipment/CUP
Priority Critical
Short Description Blue Equipment Upgrades.
Markets Impacted None.
Long Description If a customer is interested in a new device, always present the orange CSE Offer with a new orange GSM device. Only if a customer meets the exception circumstances should you perform a blue upgrade. Blue upgrades must have Supervisor/Manager approval, and this should be noted in the account. If you do order a blue device, be sure to follow correct equipment ordering procedures. TDMA ...
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Excactly, some people have great promos that orange won't even going near matchng, also to be honest with you there is no insentive for me to pursuave a csr to migrate being that Oorange isnt paying us our commissions.

I don't mind Cingular as a whole, but I am very disappointed in the entire "transition" process. Even now, it does NOT seem that they know what is going on. The Cingular people that came to my centre pre-merge knew nothing. EVERY SINGLE piece of information they DID provide us with has now been proven wrong. So, who knows what about what? NOBODY> Stop whining, and be as informative as you can with the information YOU have. After reading through this forum, I see everyone has their own "theories" about what is what

If thats how you think everybody does their job then leave. If you are not doing what the company pays you to do, then leave, do what everyone else suggests and go away. We don't appreciate you not attempting the offer to migrate the customer over to Cingular. I don't appreciate you calling people something derogatory when they are doing their jobs. Why can't you accept the new company for what it can offer and move on?

yeah, that's what i think speck and debit are doing, or pretending to do do, and when Cingular decides to clue the folks in charge at my call center as to what sort of lies we should be telling the people calling in, then I guess I will be shoveling away as well. It disapoints me that Cingular is not any improvement over aws at their worst, and that disapointment is what has fueled my comments, and certainly has led to a certain cynicism on my part as far as the intentions of any company to its customers, and to my unwillingness to blithely take part.
If you or debit or speck want to treat the customers with contempt, then feel free.

It's not contempt, it's called doing my job. I get paid to do what the company tells me to do.

as do I and until screwing attws customers becomes mandatory, I won't do it.

I believe this post was done BEFORE I realized a few things here, thanks for bringing up the past.

I see the post, I answer the post...its a flaw.

speck said:
halifax: what would you rather have? Employment now... Or Employment for the long term?

Hmmm.... I'm in Halifax and I choose..... employment always... is that an option? 😳

so cingular is gonna screw its attws customers over in an attempt to force them over to its plans? Classy. I can see Cingular has earned its reputation as far as consumer staisfaction is concerned.

No one is "forcing" anything, rat. If you were a good employee, you would know that. But obviously you are not. Existing blue customers don't have to do anything if they don't want to. If they want new equipment or a cingular plan, then they have to migrate over. There isnt a merger in the wireless industry that has happened any differently. So, quit whining.

not whining, just not migrating people over if they are better off where they are, and equipment isn't an issue for them.

Yeah well look at this e-mail that went around, should clarify a few things here:

"""What’s New?

To continue support of our business strategy to proactively migrate customers to the CSE Offers, the situations in which we will upgrade existing blue customers with a blue device via direct fulfillment (i.e. CUP/Siebel orders) will be carefully defined. All blue customers (except those in the divestiture markets and those with whom we have contractual obligations to continue to offer blue devices) should have a CSE Offer made first to satisfy an upgrade need.

When to Position a Blue Device:
These instructions apply to employees who do not handle divestiture market or contracted customers (B2B). These requirements do not apply to ex...
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Hooray for policy and procedure e-mails!

Been away for a couple of days, so it may be that policy has shifted again, and god knows I love those calls where the customer was told that they could do X as of 4:30pm friday and on 2:00 pmmonday X is no longer an option, but according to the last info I had, if the equipment was there, we give it to them.
Again, my feeling is, if they have a phone, can get a phone or are eligible for a phone, and they are better off with a legacy aws plan, then I tell them they should stay.
With all apologies to the all conquoring orange legions.
🙂

I'm not sure if they won't receive service since AWS and Cingular had agreements to share some towers. AWS sim cards are made to work on both networks, but with the AWS towers as a primary and only Cingular as a secondary. So, Cingular might actually do the blue customers a favor by getting rid of most of the blue towers, allowing them to get the best service they possibly can.

He was talking about TDMA... TDMA phones do not use SIM cards... and Cingular has already been cutting down their TDMA coverage to inevidably do away with it.

Oh, ok, wasn't sure if he was referring to GSM or TDMA.

I tell tdma customers to get on the gsm bandwagon.

greyrat seriously how many times are you going to psot that exact same msg? get over it evolve for Christs sake

dunno, how many times have I posted it? 🤭

greyrat said:
we tell the cust no ETF, just sos fee, and they can kiss their sweet promo laden plans goodbye, those discounts on additional lines, later for that,any really good deals coming from FANs -- nope... early evenings? well yeah for 7 bucks per line...9.99 for additional lines? If you wanna spend more than 60 bucks per month...
What to ppl get if they migrate? rollover, and a razr if they wanna drop 600 dollars on a phone that may or may not last any longer than those tiny little sony walkmans that they had back in the 80's.
Funnily enough people don't seem to want to migrate when they see what a great deal cingular is.

And you know what talking smack like this post is the reason that people don...
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Yeah, I myself will be responsible for bringing the cellular giant Cingular to its knees by questioning the value of their plans or the exsistence of the Cingular Advantage.
Seriously, I don't present sizzle, I go over the past few months worth of usage on an account (when asked), tell the customer what they used, let them know what they have now, and tell them (as much as I am able) what they would get if they migrate. The choice is theirs, and I won't offer snake oil to influence them either way. I am not a sales person.
In any case if the brass want to be harsh to remaining aws customers, that is their decision. I personally think that they will gain more than they lose by grandfathering the plans and letting the phones run dry, assumin...
(continues)

Sorry didnt finish my post last night, easy why fix something when it can be done right the first time

By telling them they'll be charged ETF's so that they don't migrate at all?

Yeah... your reasoning is profound... 😕

who cares? they will either mig or go somewhere else anyway... if cing can't give them what they need then you and the customers are better off apart.

Greyrat, u seem a little biased on your views of the service with Cingular. I am a Cingular customer as well as a blue rep, so I can see both sides of the line. I'm personally happy with the service I have received as a customer. I can't say I don't envy the people who got the Blue plans, but why is going to Cingular such a bad thing?
Yes, you don't receive the extra promotions that AWS gave people who called and asked, but if you ask me, the blue customers are better off without them, not because they aren't good, but the customers themselves get spoiled and expect all companies to just give the minutes they ask for, causing a ton of trouble for both Orange and Blue reps.

Finally the best response so far towards Greyrat. AWS only offered the RENEW promos. as a way to keep as many customers for the merger as possible. It was a bad/good business decision. Good for AWS, bad for Cingular.

good for the customers, and without them, no aws or cingular. people seem to forget that.

again, the cingular advantage is directed primarily at cingular.--"Yes, you don't receive the extra promotions that AWS gave people who called and asked, but if you ask me, the blue customers are better off without them, not because they aren't good, but the customers themselves get spoiled and expect all companies to just give the minutes they ask for, causing a ton of trouble for both Orange and Blue reps" -- this makes Cingular easier to work than aws, but in the end, it means less minutes for the money for the customers. If a customer doesn't have a fat ton of promos on their account, and they tend to run just under their minutes on the blue plan, I'll tell them that rollover and equipment is probably worth $18 bucks over time. If I thin...
(continues)

The whole ETF thing isn't (or mostly isn't) Blue reps trying to screw Cingular, it's just a lack of communication between departments. Looking at the point of view from someone who doesn't know Cingular policies, an ETF for something like that can be considered logical. r2blue isn't trying to drive customers away, he just doesn't know Cingular policies, and therefore didn't know that Orange reps can fix a situation like that.

No, you definately do NOT get an ETF. SOme Blue reps are giving out misinformation by saying this.

hey there are all kinds of people telling customers they have to migrate, and they don't. the company might want them to migrate, but until I hear different we can still get them phones, and so at the center I work at, anyway we are still sending out blue equipment.Misinformation abounds in this industry.

yeah you dont have to migrate but according to all the orange reps i have talked to a cust wil have to pay a 18.00 transfer fee which i think is total crap!!

american1 said:
yeah you dont have to migrate but according to all the orange reps i have talked to a cust wil have to pay a 18.00 transfer fee which i think is total crap!!

Why is the $18.00 fee crap?, if this was a year ago, and there not even mention of merger, and you were a blue customer and wanted a phone, you paid for the phone plus $15.00 for first it was called Upgrade Process Fee, then after merger was announced, it was renamed "discount Activation Fee",plus on top of that $9.95 for shipping, so let's see $24.95 as opposed to $18.00, sure there's a bad deal 🙄 🤣

AND NO ETF CHARGES!!! Don't forget, you are not stuck with the freaking ETF. If they are starting up brand new they have to pay the FULL activation fee!!! $18.00 isn't so bad now is it?

ppl with a foundation account tend to have the upgrade fee waived.

yep. Depends on the contract with the company and AWS/Cingular.

greyrat said:
hey there are all kinds of people telling customers they have to migrate, and they don't. the company might want them to migrate, but until I hear different we can still get them phones, and so at the center I work at, anyway we are still sending out blue equipment.Misinformation abounds in this industry.

Yes, but you don't see the forests for the trees do you? You sell them a phone, you first must have Supervisor authorization, then after that, you just sold them a phone, and to sell them that phone you locked them into a new contract, no 3 months down the road,supplies are long gone for phone, and her phone is damaged and needs new one, what do they do, get pissed and either migrate with ...
(continues)

we don't need sup approval for phones, we just sling 'em out no questions asked. If the phone breaks down the road and there is no wex or lockline doesn't have anything then they will migrate, or go elsewhere. Or find a phone on ebay.Its a problem to be dealt with then.

greyrat said:
we don't need sup approval for phones, we just sling 'em out no questions asked. If the phone breaks down the road and there is no wex or lockline doesn't have anything then they will migrate, or go elsewhere. Or find a phone on ebay.Its a problem to be dealt with then.

You spout that crap and you know what that may be the policy that BEUC or NBS uses, and that is fine and dandy but we in Consumer HAVE TO FOLLOW that policy, its not a matter of following when we want to or not!!!

The policy for Blue care for consumer customers is that if they want an upgrade ,and they refuse a migration, then if the model they want is available through care, then once Supervisor approval is given they t...
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sux to be little people or little people customer care then, doesn't it?

greyrat said:
sux to be little people or little people customer care then, doesn't it?

i wouldn't know.I do my job right and correctly, i transfer to the right departents,and let the right departments handle it, too bad you can't say the same.

You just keep transfering since that is all you can do. In fact, if you sluff enough of your calls off on other depts, you probably won't be screwing customers over. You just xfer those calls on to BEUC and when they come across my phone I promise I won't try to get you to do your job.

greyrat said:
You just keep transfering since that is all you can do. In fact, if you sluff enough of your calls off on other depts, you probably won't be screwing customers over. You just xfer those calls on to BEUC and when they come across my phone I promise I won't try to get you to do your job.

you are a joke, dealing with you, is why there are so many ticked off customers,sand i know why you do it, cuz you know, you trying to crate repeat business, but thats ok, once BEUC is dissolved, you go to Macdonalds, at least then you'll be trained to take veryones orders.

I imagine that should blue business care get disolved (as it will eventually when everyone is over on Cingular) we will be put back on the line as straight up customer care, which won't be that bad, since by the time the pack BEUC in, the perks will stripped down to customer care levels anyway. Keep on telling yourself that you are doing a good job though, I am sure you can use the affirmation.

greyrat said:
I imagine that should blue business care get disolved (as it will eventually when everyone is over on Cingular) we will be put back on the line as straight up customer care, which won't be that bad, since by the time the pack BEUC in, the perks will stripped down to customer care levels anyway. Keep on telling yourself that you are doing a good job though, I am sure you can use the affirmation.

Son, till you become a manager, i'd be the last one taking advice from you, since you aren't on my level, position wise, skill wise, and sure as hel not training wise!!

Till that happens talk to the hand

blue *if* you are a manager, it says more about the sad state of the employee pool at your call center, and that is presupposing that you even work in wireless industry and aren't some troll.

You have a bad attitude, clearly a poor understanding and outstanding lack of knowledge of the P&P of the company, clearly don't create by the 1 call resolution, which doesn't mean throwing ineligible protions on theaccount to get rid of them till next month, It means transfeering to the correct departmenyt no matter how any transfers it takes to resolve the issue, so they don't haver to call back in.

It's foloowing the P&P, and working within to follow the right path to get the sollution.


You don't think I'm a Team Manager? Provide me with your AWID, i'd be more then happy to write a suitable FEEDBACK, and deliver right to your Team Manager.Don't test me, you'll lose more then you could possibly imagine!!!!

funnily enough I don't see any means of providing that information to you in a secure manner, assuming that I was flat out dumb enough to provide personal information over the internet anyway. Tell you waht though. how bout you give me your awid and I will track you down? Up for that Mr-doesn't-know-jack-about-where-business-cus tomers, warranty exchanges-or-sponsorships-go-to-get-that-one- call-resolution?
PS: all of the tl's and supervisors that i have ever dealt with have better things to do than be on this site while at work and they all seem to have way more going on after work to bother. So no, I don't think you are any sort of a supervisor...mostly because you come across like powerless little schmuck trying to curry the favour of his ...
(continues)

greyrat said:
funnily enough I don't see any means of providing that information to you in a secure manner, assuming that I was flat out dumb enough to provide personal information over the internet anyway. Tell you waht though. how bout you give me your awid and I will track you down? Up for that Mr-doesn't-know-jack-about-where-business-cus tomers, warranty exchanges-or-sponsorships-go-to-get-that-one- call-resolution?
PS: all of the tl's and supervisors that i have ever dealt with have better things to do than be on this site while at work and they all seem to have way more going on after work to bother. So no, I don't think you are any sort of a supervisor...mostly because you come across like powerless little schmuck

...
(continues)

Bitter aren't we? So if we are so bad, how come Victoria is where the wex calls are routed? How come Victoria is one of... is it three beuc centers? How is it that we are one of three centers with res? Probably because on the whole we get the job done right on the first try and do it consistently while providing customer satisfaction. Yeah mistakes are made, particularly by new hires, and there has been a ton of hiring and training lately.
Be that as it may, Victoria has been instructed to not transfer calls off at all. personal business sponsorship, 2g, 3g,wex, if it is blue and not to do with ANS, we answer it. And will continue to do so.

greyrat said:
Bitter aren't we? So if we are so bad, how come Victoria is where the wex calls are routed? How come Victoria is one of... is it three beuc centers? How is it that we are one of three centers with res? Probably because on the whole we get the job done right on the first try and do it consistently while providing customer satisfaction. Yeah mistakes are made, particularly by new hires, and there has been a ton of hiring and training lately.
Be that as it may, Victoria has been instructed to not transfer calls off at all. personal business sponsorship, 2g, 3g,wex, if it is blue and not to do with ANS, we answer it. And will continue to do so.

you full of it, but thats pretty much what i expact f...
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once again, the ravings of a internet forum twit are hardly creditable as information. To my knowlege there are no plans to disolve BEUC, though there are moves on to rationalise blue business plans with orange, and I imagine that there will be something of an exodus of users from aws sponsorships to other carriers as their contracts come up and they find that the number and extent of perks they enjoyed with aws will not continue under cingular. That said, corporate users will likely renegotiate contracts with od&n and those users will likely remain with aws or cingular, however the big wigs choose to brand the company. I don't think that BEUC or the Victoria call center is going anywhere, though I certainly can't vouch for other call center...
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btw, 'I just hope those feedbacks you, cuz you are responsible for this by taking calls you have no right to!!!" ? what does this mean? are you hoping you are able to send feedback to my tl? I hope so too. I am quite proud of what I do on the phones. Feel free to listen in on one of my calls or follow up on my work and learn how customer service should be done.

greyrat said:
btw, 'I just hope those feedbacks you, cuz you are responsible for this by taking calls you have no right to!!!" ? what does this mean? are you hoping you are able to send feedback to my tl? I hope so too. I am quite proud of what I do on the phones. Feel free to listen in on one of my calls or follow up on my work and learn how customer service should be done.

If i want to listen to you calls through e-talk, would only to show reps what not to do, you have no concept on how to do your job, not throw anything on the account to get them off the phone, but finding real answers, not just being a weak minded person like you obviously are.

listen in then son, and we will see what we see.
consider that a challenge.

See you are a joke, you know what i take my Job very seriously, sometimes too serious, but the point is whether you you or don't know, the fact the ONLY time custoers go to BEUC is to add the FAN sponsorship to the account or get it removed, other then that they go to customer care not BEUC.

The sooner you learn that, then the better the service will get, which will in turn will translate to the customers, at this time youu are part of the problem either do your job right when it comes to transferring to the right department, or go work with another carrier, and drag down their service levels.

I take my job seriously as well, I just don't have a stick up my butt about it. feel free to monitor me, the last name is Hendren, you can look me up in the employee directory and see how I am doing. I welcome your input, though personally I feel you (the you that you present on this forum) is a sad pathetic anal retentive waste of skin. As stated before, reps in my call center have been told to take full ownership of any calls that come in, and not to transfer them. If we have been trained for the calls we take the calls. Its up to the rep to know what is and isn't provisionable according to policy for a given customer's account. I hate to pop your bubble bg, but we all of us in Victoria win more than we lose.

oh hey, know what? those rnwl promos can be added by straight up care if the customer is out of contract. no prob there, if cusotmer is out of contract and is okay with signing on for another year for the promo, I will read them their verbatim and add that bad puppy to their account. It is all there in the 'nets, just make sure the notes are tight and you are good to go.
the thing this job has taught me is to cya. as long as the rules are followed to the letter there is nothing that anyone can say about it, and if they do, or they should feel some moral need to undo my work, subsequent representatives or myself if the feedback gets to me can just refer to the notes I have left and follow the path in the 'nets, and the promo is either added ...
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If you bother to read the p&p, or updates provided by e-mail, speicifically say, ONLY CRM can add RNWL promtions as of Dec 18,2004, no ONE ELSE, NOT NBS, NOT BEUC, NOT CONSUMER CARE, ONLY CRM.

See you are proving right here, that you don't follow the p&p, and don't lay the crap of, well Victoria can DO IT, cuz thats B.S. and also re-read your lasttwo sentences, the customer either will the promo added back on or given credit.

Thats the whole point you are creating the need for the customer to call back, do you think the customer is happy with that, they don't want to have to callback, they'd like it reeolved the first time.If it comes down to adding the goddamn RNWL promos, Don't you add those goddamn things, get off your ass, pull up...
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the point of the last two sentences is that we have people calling back because jackasses like yourself are going through accounts and removing promotions for reasons that remain at best obscure. These are people who have had said promo on their account and as far as I have been told the promotion should have been grandfathered, or they qualify for the promotion according to the listing in ESnet, so it has been added. If I see an instance where a customer has been jacked like that, I ascribe it to systems error and re prov the promo -- because it should be on there -- I can add it, and I leave notes as an open invitation to be corrected. Nothing has come back to me, so in the absence of information to the contrary, I naturally presume that I...
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You dumb son of a bitch, you telling me that if someone tells you you waive ETf's cuz it's Friday, you'd do that too, you go by the Actual Policies and Procedures in both ESNET and Primus, as well as you Get off your ASS and Read your e-mails for UPDATES!!!!!

I don't have to take them off, cuz if you the difference about anything, then you'd know that CRM, is the one that takes them off ,what you think you have more power then them-Not on Your Life!!!!

They take them off cuz their reps are the ONLY REPS AUTHORIZED TO ADD THEM OR DELETE THEM, YOU THINK JUST CUZ ITS IN SIEBEL YOU CAN ADD IT ON, WRONG!!!!!!

YOU JUST CONTINUE TO FLAUNT YOUR IGNORANCE TO NEW LEVELS.YOU BETTER PRAY YOUR NAME NEVER COMES ACCROSS TO ME, CUZ I GUARENTEE Y...
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Beuc has had the ability to pretty much do anything to maintain business customer loyalty in the past. That may change as I suspect that Cingular was more interested in aws spectrum liscences than maintaining the aws customer base. However business descisions of that nature are not part of my job description. I just answer phones and present the company in a positive light. And hand out promotions as needed, answer billing questions, replace phones, order new equipment, and explain options fro upgrading or migrating service.
--oh yeah, and I create work for hardworking middle management types who have the need to post arrogant and abusive messages in online forums... 😛

besides, if save team wants to be promo nazis, let them explain to the customer that we don't actually value their service.

greyrat said:
besides, if save team wants to be promo nazis, let them explain to the customer that we don't actually value their service.

THEY WOULD BUT YOU ARE SO ARROGANT, "WELL WE DON'T TRANFER ANY THAT COME TO US", USING YOUR OWN WORDS AGAINST YOU, CUZ IF IT COES OFF, THEN TRANSFER THEM TO THE SAVE TEAM SO THEY EXPLAIN WHY, AND JUST WHO THE HELL DO YOU THINK YOU ARE CALLING THEM PROMO MAZIS? THEY HAVE A JOB TO DO AND THEY HAVE ELIGIBLILTY REQUIREMENTS, YOU DON'T TO GO IN THERE AND JUST ARBRITRARILY ADD SOMETHING THAT IS NOT HANDLED BY YOUR DEPARTMENT, THATS WHY THE SAVE TEAM IS THERE, AND YOU ARE A TOTAL HYPOCRITE.

YOU SHOOT YOUR MOUTH OFF, ABOUT HOW CUSTOMER CARE HAS TO RIGHT TO ADD ANY BUSINES...
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you caps lock is stuck.
The great thing about this forum is it allows for instant and off the cuff responses to questions that come up, and those responses may not always be the apropriate ones.
If I am in the middle of a flame war, my post may be submitted before customer facing verbiage has been arrived at, and that may in fact be the case here.
However, I stand by my earlier posts. Sponsorship accounts are handled by Beuc as well as care because sponsorships are end users. With accounts associated with businesses. Recieveing benefits given to them according to terms and conditions of contracts drawn up between those businesses and aws od&n team. Victoria does not transfer calls that they have been trained on, and for those of us still ...
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Just an FYI...

Victoria is not the only center doing warranty exchanges, believe me. WEX is handled in several other centers, with the WEX resolution team located in one of those other centers. Victoria BEUC, however, is a big source of pain for the warranty exchange program, considering that customers are being promised things that warranty exchange can not provide. Equipment is being exchanged by reps in the Victoria center with conditions that void the warranty. Broken pieces, missing plastic, cracks, gouges, liquid exposure and damaged displays are all considered warranty voiding damage. Exchanges on this equipment always results in a charge to the customer's account for the full retail price of the replacement phone. So, unless...
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HAHAHAHAHAHAHAA This is like a freaking soap opera. I gave up with the flamming when I realized the other side wouldn't back down (and that I also realized a few other things that were not mentioned until later). Give it up it's pointless in arguing further, 2 stuborn people just don't mix. Somebody please stop this. Flooding this forum with your huge pages of info is my eyes ache. I refuse to read anymore of this.

Thanky you Halifax, this another glaring example of what are doing wrong in Victoria.

See i've done warranty exchanges, and i'll spend 10-15 minutes on the phone to eliminate ever possibility, then advised them when the phone gets back that if its deemed physical or liquid damage is found in any way to the phone, the customer gets charged back for retail value of the phone -NON REFUNDABLE, and the warranty exchange process is NON REFUNDABLE as well.

Then a big ass note is placed on the account along with the NWES order #

Victoria is a major problem almost as bad as Lubbuck or Oklahoma City centers, they just do through the motions, no real notes ,just throw stuff at the account, hoping it might stick, Victoria does the same thing.

we take the info, process the exchange and read the verbatims. what else is there to do?
I guess I am guilty of believing the transfering rep when I ask if they have done any troubleshooting. much like believing that a customer has passed vid if I am told they have, I am assuming that previous reps out there are doing their jobs.
Silly me.

greyrat said:
we take the info, process the exchange and read the verbatims. what else is there to do?
I guess I am guilty of believing the transfering rep when I ask if they have done any troubleshooting. much like believing that a customer has passed vid if I am told they have, I am assuming that previous reps out there are doing their jobs.
Silly me.

Hello, its Your JOB to troubleshoot the phone, you apparantly handle warranty exchanges, so yes you do troubleshoot yourself, then after all fails you process WEX. Even more proof that needs to be taken from you as well.

Just a note to throw on the side her, directed to all Warrenty Exchange reps. I do apologize if you guys have ever gotten a call from me where I didn't cover all info with the customer. I had TSD send me a kudos because I did troubleshooting so well with a customer, that TSD was the last resort, I am a very technical person when it comes to troubleshooting. I have only had like 2 out of 1000 people (with phone problems) where I couldn't solve the issue.
I am not trying to boost my ego here, just trying to prove a point.

Hey, cool if you do your job and fix their phone! 🙂 No need to apologize. We just get annoyed when people in other departments promise stuff that we just can NOT do. 🙂

yeah that is super cool. Once again, if I ask a rep if x, y and z are covered, and they tell me it is, then I am going to work under the assumption that x, y and z are covered. If the rep says they haven't covered z, that is my first stop. I don't enjoy processing warranty exchanges, but if that is what is required I will do it. If the rep or the customer wants to lie to me to get the exchange processed, I can't stop them.

y'know I sometimes worry that people are sending broken phones thru warranty exchange when I ask if there is any physical or liquid damage on the phone and get the standard denial. I read the verbatim statement letting people know that if there is any damage liquid or physical found on the phone whether accidental or or intentional the customer gets to pay. If the customer is lying and thinks they will get away with it that is their call. I provide the information and process the exchange.
Perhaps it is a fault on my part that I assume that customers are together enough to realise that if they break the phone warranty is not going to cover it, particularly when they are told that it won't, I don't know. If they want to call back and complai...
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Yes, I do know that some customers will lie about damage on their phone. I read the verbatim and very carefully advise, per the terms that "if the manufacturer finds any physical or liquid damage, whether accidental or intentional, your account will be billed for the cost of the replacement." I notate that the customer flat out stated that there was no damage. However, when someone else does an exchange and that account is notated something like "samsung x426, antenna broken, warranty issue, exchange done", what are we supposed to do? I mean jeez. The rep was aware of the damage. It's not like the customer lied and the rep didn't KNOW the phone was broken. He performed the exchange anyway, leading the customer to believe that the broke...
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The problem is, I have to assume that the customer is together enough to understand the terms of the verbatims statement, at least in the legal sense of the word (and by that I would mean a word like competent). I tell them that if the phone has physical or liquid damage they are gonna get billed. If they choose to ignore the verbatim statement then its is on their heads.

As far as other reps go, it doesn't suprise me in the least. I have spoken with reps on the phone and have been amazed that they were hired. There has been alot of hiring at my center, so I can guess that we have our share of people who flat don't know how to do their job.
Now I have taken calls where I looked at what the previous rep has done and just slapped my head,...
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This is what I would assume would be physical damage. If I get a call and the person tells me the display is discoloured or their case is cracked, I will tell them, the warranty is void. I actually would rather not proces warranty claims, so if the customer lets me off the hook by telling me they actually need a new phone, I am more than happy to not go through nwes with them.

OMG, that's good to hear. I'm certainly not saying that every rep there does that... but I am saying that this is a very big problem. Good for you for refusing exchanges on damaged equipment. 😎

Like I want to get a call with a customer being billed for wex after he is convinced we have sent him a lemon phone to start with. I don't enjoy being screamed at or explaining to people that the previous rep screwed up and as a result they are on the hook for however much the replacement cost is. Much better to give them the bad news up front, and let them go from there.

That's my attitude, but some reps just do not get it.

greyrat said:
Like I want to get a call with a customer being billed for wex after he is convinced we have sent him a lemon phone to start with. I don't enjoy being screamed at or explaining to people that the previous rep screwed up and as a result they are on the hook for however much the replacement cost is. Much better to give them the bad news up front, and let them go from there.

Bottom line is take it that the rep didn't do his job right who transferred it to you, thats why handle times were increased to 600-850, take your time, if the customer says the last rep did it, just tell them you wanna check to make sure all was done to save doing an actual exchange unless its neccesarry. Its only takes lik...
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Wait you guys get 600-850, damn for us its 450-600.

Yeah, we always have meetings discussing handle times , and almost 1 year ago, it was changed in care to 600-850. It may be dropped down slightly down the road with the drop in queues and all .

For us it's ALWAYS been 450. They are ok with us being 450-600 though.

500 secs, 25 acw. 85% ocr

Bravo to you 2. Not the number I was looking for but thats awesome.

well that's what they want... I am more like 700 acd, 525-600 acw and 85-100% ocr, but stats are sort of a process, and I would rather get the job done right than get it done quick and leave problems for the next rep to sort out.

Youare contradictory its not even funny let's list them shall we:

1)However, I stand by my earlier posts. Sponsorship accounts are handled by Beuc as well as care because sponsorships are end users
A)Well gee you were saying way back in your posts, that ONLY BEUC is supposed to handle because only BEUC is to know what to do 🙄

2)As far as I know, we can add just about any business promotion to CRU or IRU accounts, as long as there is a FAN there, and whatever the customer wants to do is okay as per ePM.

A)Well then let's check the polices and procedures, since you obviously don't :RNWL promotions may be added to the account under the following conditions, the promotion must be a mutally exclusive promotion, must not be added ...
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starting at the bottom:
yup absolutely. I would not have a problem with a person paying 29.99 for 1000 minutes without a contract. I don't get paid for PCR's and don't need the hassle being a sales person. If the person has got X on their plan or can get X (and yeah I will check for exclusions and eligibility since I hate getting those the-last-guy-screwed-me-big-time calls as well), then I don't have any problem with them having or getting X.

We do have to work within p&p. However, within that, BEUC has had alot more flexibility than customer care has to resolve situations, at least that is how it seems at my center. If I am doing something wrong, I would hope that the various layers of monitors would point it out. If not then I will ke...
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